Videos won't play or keep bufferingUpdated 2 months ago

Quick Fix

Check your internet connection speed. Video streaming requires a stable connection of at least 5 Mbps for smooth playback.

Test Your Internet Speed

1. Open your web browser and go to fast.com
2. Wait for the speed test to complete
3. Check your results against these requirements:
   • Low quality: 3 Mbps minimum
   • Standard quality: 5 Mbps minimum
   • High quality: 10 Mbps minimum

If your speed is below 5 Mbps, try the solutions below to improve playback.

Immediate Solutions

Solution 1: Switch to WiFi

If you're using mobile data:

1. Connect to a WiFi network
2. Make sure you're close to the WiFi router
3. Try playing the video again

Solution 2: Close Other Apps

Other apps using your internet can slow down video streaming.

1. Close all other apps running in the background
2. Stop any downloads or updates
3. Turn off other devices using the same WiFi network
4. Try playing the video again

Solution 3: Lower Video Quality

Reducing video quality requires less internet speed and stops buffering.

Note: Quality settings location may vary by app version. If you cannot find quality settings in the app, videos will play at automatic quality based on your connection speed.

Solution 4: Restart the App

iPhone:

1. Swipe up from the bottom of your screen
2. Swipe the CENTR app up to close it
3. Wait 5 seconds
4. Open CENTR again

Android:

1. Go to Settings > Apps > CENTR
2. Tap "Force Stop"
3. Open CENTR again

Download for Offline Viewing

Avoid buffering completely by downloading workouts before you need them.

Requirements:

• Connected to WiFi (downloads use significant data)
• Enough storage space on your device
• Active CENTR subscription

Note: Download feature availability and location may vary. Check for a download icon or option when viewing workout details.

Additional Troubleshooting

Move Closer to Your Router

WiFi signal strength affects streaming quality.

• Move within 20-30 feet of your WiFi router
• Remove obstacles between you and the router
• Avoid using WiFi in basements or far corners of your home

Restart Your Router

1. Unplug your WiFi router
2. Wait 30 seconds
3. Plug it back in
4. Wait 2 minutes for it to fully restart
5. Reconnect your device to WiFi
6. Try playing the video

Check for App Updates

Outdated app versions can have video playback bugs.

iPhone:

1. Open the App Store
2. Tap your profile icon
3. Scroll to see updates
4. Update CENTR if available

Android:

1. Open Google Play Store
2. Tap your profile icon
3. Select "Manage apps & device"
4. Update CENTR if available

Common Buffering Causes

• Slow internet: Run a speed test at fast.com. Need 5+ Mbps for smooth streaming
• Network congestion: Too many devices using your WiFi. Disconnect unused devices
• Weak WiFi signal: Move closer to your router
• Mobile data throttling: Your carrier may slow video streaming. Switch to WiFi
• App cache issues: On Android, clear cache: Settings > Apps > CENTR > Storage > Clear Cache

Try on centr.com

Test if the issue is app-specific:

1. Open a web browser on your computer or tablet
2. Go to centr.com
3. Log in to your account
4. Try playing the same video

• If it works on web: The issue is with the app. Try deleting and reinstalling the CENTR app
• If it also buffers on web: The issue is your internet connection. Contact your internet provider

Still Having Video Issues?

If videos still won't play after trying all steps, contact our support team at [email protected] with:

• Your internet speed test result from fast.com
• Device model and operating system version
• CENTR app version
• Whether you're on WiFi or mobile data
• Whether the issue happens on centr.com too
• Screenshot of any error messages

We'll help identify the cause and get your videos playing smoothly.